In Q1 and Q2 - you are writing it from the perspective of the Customer Service Officer.
In Q3 - you are writing it as an academic essay (third person writing and references to literature required)
Q1 - Case Summary (100 words)
Write out a summary of the case from the angle of the customer support officer to his/her supervisor.
Q2 - Help Desk Operations (200 words)
List any three improvement in operations (administration, processes, policy, etc.) would you suggest to enable you to solve the customer's problem.
Q3 - Write an essay on -Help Desk Operations in Meeting Users Needs- (1500 words)
This report can focus on a single issue or multiple issues but each issue needs to be substantiated with literature. A minimum of five journal references are required. No limit to other magazines or website references you may use. The issue you pick should relate somewhat to Q1 and Q2 above.

Rationale
The tasks in this assignment relates to Learning Outcome 4:
- be able to discuss problems relating to help desk operations;
Marking criteria
Q1 (1 mark) & Q2 (2 marks)
Criteria HD-PS FL
Q1-Be able to present a written case summary Accurately write out the incident - with complete details and relevant course of action Did not present the summary or presented a ambigious report of incident with a course of action
1 mark 0 mark
Q2-Be able to suggest improvement in help desk operations Able to provide at least 3 suggestions for improvements Provide unrelated answers or less than three suggestions to improvements
1-2 marks 0 mark

Q3 (14 marks)
Criteria
HD & DI
CR
PS
FL
Evidence and depth of research: 5 marks Extensive reading and reference of more than 5 appropriate and peer-reviewed journal titles, paraphrased and passages quoted accurately. Extensive reading and reference of more than 5 appropriate and peer-reviewed journal titles, paraphrased and passages quoted accurately. Minor errors found.
Reference of more than 5 appropriate and journal titles, paraphrased and passages quoted accurately. Major errors found in quality, in-text citation or Reference List.
Less than five journal articles read.

4-5 marks 3 marks 2.5 marks 0-2.4 mark
Relevance of content:
4 marks

Comprehensive report covering all key aspects of the topic selected.
Report covers most key
aspects of the topic selected.
Report covers some of the key aspects of the topic selected. Report covers few or none of the key aspects of the topic selected.
3-4 marks 2 marks 1.5 mark 0-1.4 mark
Application of problem to help desk operations:
3 marks
Report extremely well supported with relevant case studies. Any assumptions made are clearly noted. Report is supported with some relevant case study examples. Any assumptions made are noted. Report is supported with minimal relevant case study examples. Not all assumptions made are noted. Report is not supported with relevant case study examples. Any assumptions made are not noted.
2.5-3 marks 2 marks 1.5 mark 0-1.4 mark
Correct referencing:
2 marks
APA 6th edition referencing applied to a range of relevant resources. Excellent in text citation style (direct quotes, paraphrasing). No referencing errors. Sources all documented. APA 6th edition referencing applied to a range of relevant resources. No variety in text citation style (direct quotes, paraphrasing). No referencing errors. APA 6th edition referencing
applied to a range of relevant
resources. Referencing
errors found. Referencing not done to the APA 6th edition standard. Range of sources used is not appropriate and/or not documented. Sources used by not documented.
2 marks 1.5 mark 1 mark 0 mark